Fredericksburg, United States
111 Juliad Ct # 107
N/A
+1 5402860300
Smartcom please do better! Good customer service is not just in obtaining a person's business, but being a repeat customer. I moved in my home with Stanley Martin and should not have to chase down how to program my devices. When a customer orders their Smartcom preferences it's typically verbally, done over the phone. Stanley Martin reps does not give customers any information about Smartcom and it behooves me as to why they can't contact customers in the same manner as they did to obtain business. Very dissatisfied! An email requesting settlement dates keeps Smartcom from relying on Stanley Martin. A welcome package should be sent to all customers with information tailored to their customized packages. Unacceptable! Yet, they want you to buyin and purchase home monitoring from them. Get the 1st order of business correct before you even think I would continue to spend with no results.
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I purchased TV mounting service when purchasing my home through Stanley Martin. The first rep told me the mount would hold up to an 85 inch TV when he sold me the package. After closing, I called to schedule an appointment to have my 85 inch TV mounted and orientation to my other systems I purchased. I was informed the sales rep that sold me the package no longer works at Smartcom. It also took them over three weeks to get me on their schedule. They informed me there would be an additional charge of 425 for the 85 inch TV. Even though the initial sales rep told me my installation package of a wall mount and installation was for an 85 inch TV, Smartcom would not even give me credit for the package I already purchased. The rep informed me Smartcom can't give me a credit or refund because the mount is considered used; they can't take the mount that was already installed back because it is considered used, although it hasn't been used. I called Stanley Martin reps and they assisted with resolving the matter with Smartcom. Smartcom came and installed the TV with no issues. I will be monitoring and reporting on their customer service from this point forward. At this point, I am hesitant to recommend them.
Smartcom sent Jeremy to diagnose and repair my central vacuum and home sound system. When I called to schedule the repair they weren’t sure they would be able to help because they didn’t install the systems and don’t normally install and repair the brands that I own. Jeremy arrived on time and was able to assess the problems with both systems. He is an expert technician and was very professional and explained everything to me. He replaced some small parts for no extra charge. I only paid a reasonable service fee. I am very pleased with the results and would definitely call them again !
Had an issue with an installation, but was able to contact their support email and get it sorted out. Thanks so much Krystal and Sara!
We recently purchased a Stanley Martin home, which contracts services (speakers, cable wiring, alarms, cameras, etc...) through Smartcom. Erring on the side of caution we opted only for two speakers. We closed at the end of April. We were not contacted, nor was the process to get our Smartcom speakers activated or powered explained to us. When I called Smartcom (6 May) and asked about our speakers I was told Smartcom “would not be able to get to us until 4 August.” I was also told “the technician told you at the time you signed up that you needed to call two weeks prior to closing to schedule your appointment.” Piss poor response and a three month wait for two speakers is utterly unacceptable. I advise anyone to save money at the design center and just hire someone to run speakers once you’re all moved in. Our dissatisfaction is not easy to put in words. I’m just glad we did not have them mount our TVs or install an alarm system in our house. Smartcom, your business practices are terrible and you should’ve been tracking our closing date. The onus should not be on us to schedule our install. That should be your responsibility. Hindsight, we’d go with a more reputable company.
Don't do business and don't install thru your builder. I requested to cancel the service and they continue to charge me. Never told me that a form was required. You are better off installing the systems yourself!
Horrible customer service! If I could give zero or negative ratings I would! I just moved in to my newly built home and unfortunately for me my builder used Smartcom. I've had a beeping alarm error for 12 hours and counting that I can't clear. It is driving us insane! Multiple calls to support only result in a promise to page the on call technician with zero call backs! If you have a choice, don't deal with this company!
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